To say the contact center industry has experienced a lot of changes in the last few years is something of an understatement. Geographically, for example, the call center capital of the world has shifted from India to the Philippines. Technologically, cloud contact center technology and omnichannel strategies are overtaking traditional call center technology. Even traditional metrics like call time are being retired in favor of a more analytics-driven approach.
All of these changes largely stem from a desire to provide better customer service. In turn, they each have led to growth in the call center space. A great example of this is the job creation momentum seen in the US contact center industry in the third quarter of 2015.
According to recent data from jobs4america, there were 22,265 new US jobs announced by the contact center industry between July 1 and September 30 of this year. Even after accounting for 5,678 jobs lost in the space due to call center reduction, there was net job growth of 16,587 for the US industry during that period.
Considering the demand from consumers for local call center representatives, it’s not too surprising to see this type of growth. According to the jobs4america data, compiled by Dallas-based Site Selection Group, the top US site expansion or openings that led to job creation during Q3 include Barclays, which provided 1,500 jobs in Hamilton, OH, followed by Sitel, which provided 1,000 jobs in Fort Lauderdale, FL and 600 jobs in Greeley, CO.
Other major contact center job providers include Sykes (900 jobs in Boise, ID and 500 jobs in Montgomery, AL), AAA (700 jobs in Layton, UT), Teletech (600 jobs in Greeley, CO), Teleperformance (500 jobs in Port St. Lucie, FL and 500 jobs in Reno, NV), and ServiCom (500 jobs in Rockford, IL).
“The third quarter of 2015 has seen sustained growth in the contact center industry,” said Matt Zemon, chairman of jobs4america and CEO of American Support. “The UK-based Barclaycard US call center led the way with 1,500 jobs in Hamilton, Ohio for the credit-card servicing company. Outsourcers Sitel, Sykes and Teleperformance continue to expand their domestic operations creating important new job opportunities for citizens of our country.”
As for the year ahead, predictions remain strong with a projected industry growth rate of 13 percent.